AT&T Intelligent Virtual Agent - Enabling intelligent, audience-led interactions that are always-on across all channels.
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
AT&T Intelligent Virtual Agent Enabling intelligent, audience-led interactions that are always-on across all channels.
AT&T Intelligent Virtual Agent
AT&T Intelligent Virtual Agent enables a new
generation of intelligent communications for your
organization that has the potential to transform the
user experience for both external and internal users.
Recent events have seen consumer behavior, expectations For businesses, AT&T Intelligent Virtual Agent provides a
and preferences evolve exponentially, with customers flexible digital resource at a fraction of the cost of human
shifting to a ‘digital first’ approach that shows no sign of agents, while extending customer service operations to
relenting. This is coupled with an increasing appetite for 24x7x365.
superior customer experience, instant efficient resolution
For customers, AT&T Intelligent Virtual Agent reduces the
and elevated levels of empathy.
time and effort they need to address their specific contact
To remain competitive, organizations need to reassess the requirement - whether help, information, or availability.
way they manage customer engagement across channels
Also, self-service functionality allows the customer
and touch points.
to choose when and how they communicate with an
AT&T Intelligent Virtual Agent is a cloud-based solution organization, no longer restricted to opening times, live
using Artificial Intelligence (AI) to provide personalized agent availability and limited channels.
interactions to guide, assist and sell to customers at scale.
Flexible deployment options
AT&T Intelligent Virtual Agent can be purchased either as a standalone solution that works with your
existing IP or TDM-based PBX, or it can be integrated within your contact center environment.
Enhancing IP or TDM-based PBX technologies Augmenting contact centers with
with IVA functionality benefits include: IVA benefits include:
• Adding multilingual capabilities • Enabling blended virtual agents
• Easing migration to the cloud • Automating manual and time consuming tasks
• Enabling onmichannel capabilities • Providing a rapidly scalable agent resource
• Enhancing agent customer experience capabilities • Extending customer operations to always-on
• Extending life of legacy equipment • Increasing customer satisfaction via self-service functionality
• Enabling agents to engage in higher-level customer
interactions, increasing job satisfaction
• Providing a consistent and accurate level of interactions
AT&T Intelligent Virtual Agent
Tailoring the solution
Every business and operating model is different, and with and with a capability to integrate with all the market-leading
it so are their future plans for customer communications. technologies, organizations can select the ‘best fit’ for their
Therefore, when deploying an Intelligent Virtual Agent (IVA) current applications. Therefore, if voice biometrics and
it needs to meet the immediate requirements, but be flexible multi-lingual capabilities are a priority, customers can
enough to evolve with the organization. select an AI engine with strong credentials in those areas.
AT&T provides the businesses with the ability to tailor their This can be migrated (or augmented) to another AI engine
IVA to individual needs and plans. With no AI engine lock-in, should demands change in the future.
IVAs - making self service easy with conversational AI
Intelligent routing
Omnichannel Natural language
availability processing
Voice
biometrics IVA Speech
recognition
Supports 120+ Customer tone
languages analysis
Reporting and analytics
AT&T allows businesses to tailor their
IVA to address individual challenges.
In addition, AT&T can help improve
communication performance further
with solutions such as AT&T IP
Flexible Reach and AT&T IP Toll-Free.
AT&T Intelligent Virtual Agent
IVA - the next generation of assistance Unlike IVR, AT&T Intelligent Virtual Agent can be:
AT&T Intelligent Virtual Agent can take assistance to new • Deployed across the whole user journey and digital
levels and beyond the technical capabilities of Interactive channels, not just voice
Voice Recognition (IVR).
• Applied to mobile, web, voice and message channels
• Used to improve live agent performance with real-time
IVAs offer levels of information, sentiment analysis and coaching
sophistication, personalization • Powered by voice biometrics and natural language
processing
and self-service pathways
In addition, AT&T Intelligent Virtual Agent can drive
that are unachievable with customer engagement and interactions through
traditional technologies. integration of enterprise platforms such as Salesforce
(for CRM), ServiceNow and Zendesk (for customer service)
or Epic (for healthcare).
The advantages of AT&T Intelligent Virtual Agent
Deploying an AI powered agent provides exponential benefits to the business, employees and customers alike.
It can deliver quantifiable cost savings and improvements to NPS and CSAT while also positively impacting
softer metrics including employee wellness and sentiment.
For the organization, IVAs have the For the live agent, an IVA can: For the customer, IVA-driven
capability to: interactions can:
• Automate repetitive processes
• Operate digital labor at the and information requests • Improve first-time issue resolution
speed and accuracy equal to
• Free up live agents for more • Reduce customer effort and
10% of the cost of live agents
important tasks contact stages
• Extend customer interactions
• Increase live agent job satisfaction • Make the customer feel valued
24x7x365 in multiple languages
& reduces turnover with a personalized service
across all demographics
• Enable the service experience to
be driven by corporate data from
enterprise platforms
AT&T Intelligent Virtual Agent
AT&T Intelligent Virtual Agent: addressing the 6 essentials for deploying an IVA
Future proof innovation with no AI engine vendor Maximize investment of existing infrastructure
lock in. Choose the AI engine that meets your with opportunities to extend and augment
requirements now and in the future. functionality.
Easily develop automation workstreams using a Reduce the risk of long-term digital transformation
code-free environment that requires minimal contracts that throttle access to emerging
training and professional services support. innovations. Providing faster payback cycles and
return on investment.
Rapidly implement new programs and
processes around unexpected events Deliver an omnichannel experience across voice,
or opportunities. web, messaging and mobile communication
channels.
Delivering the future of interaction: AT&T Intelligent Virtual Agent
AT&T can help take customer and employee experience by intelligence and insights. They are reaching a maturity and
to the next level with AT&T Intelligent Virtual Agent. AT&T adoption-level that coincides with customer and employee
can provide a fast, scalable and highly economic connectivity experience becoming a key KPI for organizations.
between the AT&T IVA and the AT&T award-winning network
While rapid consideration and planning is key, choosing
including AT&T IP Toll Free and AT&T IP Flexible Reach.
the right provider of Virtual Agents is critical for success
IVAs are becoming mainstream at a time of rapid migration - a provider like AT&T.
to cloud and pressure for transformed processes to be driven
Why AT&T
We work with many of the top companies in the Forbes Global 2000 and many other U.S. and global
market leaders. With our flexible and extensible suite of world-class solutions we can help you optimize
your business with the right capabilities and technologies for your needs. These include:
Award winning AT&T Reliable, scalable Extensive voice, connectivity
network & connectivity and highly-secure and collaboration portfolio
Proven track record of over Proven Implementation Single vendor
30 years within Contact Center methodologies for rapid deployment accountabilityContact AT&T or visit www.att.com/contact-center to find out how AT&T Intelligent Virtual Agent can improve your business productivity and customer experience capabilities. © 2021 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo and other marks are trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners. The information contained herein is not an offer, commitment, representation or warranty by AT&T and is subject to change.
You can also read
